FAQ

HOW MUCH WILL DELIVERY COST?

We offer a flat rate of $10 with in Western Australia and $25 to all other states or territories. Free delivery Australia wide for all orders over $300. For more information please view our Delivery information by clicking the Delivery tab below.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Please allow for a minimum of 10 working days for you order to arrive. If you are in a rural area or in Queensland or Tasmania your delivery may take longer. During busy periods or within 2 weeks before the start of each season there may be delays on your order being dispatched.

CAN I CHANGE MY ORDER?

If your order is incorrect please contact us immediately. As our warehouse starts processing orders almost immediately after they are placed, so we may not be able to make any changes or cancel orders once they are placed.

WILL THERE BE DELAYS?

During busy periods or within 2 weeks before the start of each season or during severe hot weather there may be delays on your order being dispatched, we truly appreciate your patience during these times. For more information please view our Delivery information by clicking the Delivery tab below.

HOW CAN I TRACK MY ITEM?

Once you order is dispatched you will receive an Australia Post eParcel confirmation, along with tracking details for your order. Please contact Australia Post directly on 13 76 78 if you have issues with your delivery.

CAN I SHIP WINE OVERSEAS?

Of course! However, due to international duties and taxes we cannot process international order through our website. For more information please view our export information by clicking the International Orders tab below.

DO YOU OFFER RETURNS OR EXCHANGES?

We offer returns if a wine is faulty or damaged, however we cannot offer exchanges if you change your mind etc. You can find our full Return Policy on the tab above. To enquire about returning an item, please email contact us.

WHAT DO I DO IF I RECEIVED A FAULTY/INCORRECT ITEM?

Please email us ASAP with your Order Number and we will arrange a replacement or refund for you. For a faulty item, we request that you also include a photo of the fault.

HOW CAN I USE A GIFT VOUCHER/PROMO CODE?

After you have added all the items to your card, please go to PROCEED TO CHECKOUT. You will then have the option to add your promo code to your order. Please note, only one promo code can be redeemed per order

WHAT CAN I DO IF MY PROMO CODE ISN'T WORKING?

Promo codes are case sensitive so please check your caps lock and spaces. If you are still having trouble applying your promo code, please contact wines@stellabella.com.au

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Delivery

DELIVERY POLICY

• Free Delivery for all orders over $300
• Flat Rate $10 within Western Australia
• Flat Rate $25 to all other sates
• Express delivery available on request

All orders placed on our website are sent from our Margaret River warehouse. Wine to be purchased in multiples of 6 or 12 bottles in standard or branded cardboard boxes. Our packaging is 100% recyclable. If you have any questions or if we can help with anything at all, please contact us on wines@stellabella.com.au

PROCESSING AND DELIVERY TIMES

Once your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at wines@stellabella.com.au

All orders are sent via Australia Post's Regular Service and take up to 10 business days to arrive after dispatch. Express Courier service is available on request.

Deliveries are sent during normal business hours Monday and Wednesday. Purchases made on weekends and public holidays will be processed the next business day. Once your order has been processed you will receive Australia Post delivery confirmation and tracking details.

Please allow a minimum of 10 business days for you order to arrive. If you are in a rural area or in Queensland or Tasmania your delivery may take longer.

During busy periods or 2 weeks before the start of each season there may be delays on your order being dispatched. Please get in touch with us if you require delivery by a certain date.

During extremely hot weather (≥35oC), there is a greater likelihood of wine being damaged by heat. To ensure your order reaches you in optimal condition, Stella Bella will not ship orders when the Bureau of Meteorology is forecasting temperatures of 35oC, or more, at either the point of storage or in the delivery area.

AUSTRALIA POST DELIVERY

Our deliveries contain delicious valuable wines. If you will not be home to accept your delivery, please consider sending your order somewhere safe or to your office address. If you choose this option, please include the name of your business in the address.

You can give 'Authority To Leave' authorisation. If you are not home Australia Post will leave a calling card to collect the package from the post office indicated. In the case of any problems with your delivery or tracking once it has been dispatched from Stella Bella, please contact Australia Post on 13 7678.

If your order is damaged or lost during transit, Stella Bella will be in direct contact with Australia Post to resolve the issue as quickly as possible. If you have already received your order and find it is damaged, please email wines@stellabella.com.au

CHANGES TO YOUR ORDER

Unfortunately, we are unable to make any changes or cancel your order once it has been placed. Please ensure all details on your order are correct before submitting your order, in particular we recommend double checking your email address and delivery address. Please note: we reserve the right to cancel any order at any time.

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International Orders

SHIPPING INTERNATIONALLY?

If you are located outside of Australia, we can export wine via our international courier - DHL's Global Mail to the following countries...

Country	6 Btls	12 Btls
Singapore	$105	$125
Asia Pacific NZ, China, Japan, Macau, Philippines, Thailand, Vietnam, Indonesia, Malaysia, Hong Kong.	$165	$180
West Europe Belgium, France, Germany, Denmark, Austria, Ireland, Italy, Switzerland, Netherlands, Spain, Sweeden, UK.	$180	$210

 

• Delivery between 5-14 business days (shipping may take longer to some countries)
• Fully trackable
• Signature required

Once dispatched you will receive shipping confirmation and tracking details. Once your order arrives in your country it will be passed onto your local post office to complete delivery. We recommend contacting your local post office directly if you experience any problems with the delivery of your order.

All international orders require a phone number for delivery and cannot be delivered to a PO Box or Hotel.

Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. Stella Bella is legally required to declare the full dollar value paid on international shipments and must include an invoice for customs should they require it.

For further information, we recommend contacting your local customs office.

WHAT CURRENCY WILL BE USED?

All prices are charged in AUD.

WILL I HAVE TO PAY FOR CUSTOMS & DUTIES?

Yes, all international customers are responsible for customs & duties within their own country. For further information, we recommend contacting your local customs office. Stella Bella is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.

CUSTOMS/IMPORT DUTIES & TAXES

All customers are responsible for customs/imports duties & taxes. Stella Bella is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. We recommend contacting your local custom office for further information.

HOW DO I MAKE AN INTERNATIONAL ORDER?

Please get in touch with us at exports@stellabella.com.au to arrange international delivery.

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Privacy Policy

Updated October 2017

This privacy policy sets out our commitment to protecting the privacy of your personal information that we collection through this website, http://stellabella.com.au (site) or directly from you.

Please read this Privacy Policy carefully. Please contact us if you have any questions - our contact details can be found below or on the contact page.

You providing us with personal information indicates that you have had sufficient opportunity to access this Privacy Policy and that you have read and accepted it.

If you do not wish to provide personal information to us, then you do not have to do so, however it may affect your use of this site or any products and services offered on it.

1) Collection of Personal Information

Personal Information: The type of information we collect may include:

• * name;
• * contact details including email address, address and telephone number;
• * marital status and anniversary;
• * date of birth;
• * demographic information such as postcode;
• * preferences and opinions; and
• * any other information requested on this site or otherwise requested by us or provided by you.

Your Use Of Our Site: As with most online businesses, we may log informat ion about your access and use of our site, including through the use of internet cookies, your communication with our site, the type of browser you are using, the type of operating system you are using and the domain name of your in ternet service provider.

Your Opinion and Feedback: We may contact you to voluntarily respond to questionnaires, surveys or market research to seek your opinion and feedback. Providing this information is optional to you.

If we receive your personal information from third parties, we will protect it as set out in this Privacy Policy.

2) Collection and Use of Personal Information

We collect and use the information for purposes including:

• * to contact and communicate with you;
• * for internal record keeping;
• * for market research and business development including website development and gauging website traffic and trends;
• to deliver personalised site content to you;
• for marketing including direct marketing;
• to run competitions or offer additional benefits to you; and
• to send you promotional information about third parties that we think may be of interest to you.

3) Disclosure of Personal Information to Third Parties

We may disclose your personal information to;

• * credit reporting agencies and courts, tribunals and regulatory authorities where customers fail to pay for goods or services provided by us to them;
• * courts, tribunals, regulatory authorities and law enforcement offices as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights, and
• * third parties, including agents or sub-contractors, who assist us in providing information, products, services or direct marketing to you. This may include parties located, or that store data, outside of Australia.

Where we disclose your personal information to third parties for these purposes, we will request that the third party follow this Privacy Policy regarding handling of your personal information.

If there is a change of control of our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible by law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser. We would seek to only disclose information in good faith.

4) Your Rights and Controlling Your Personal Information

Choice and Consent: Providing us with your personal information is optional to you. You can choose not to provide personal information. When you provide us with your personal information, you consent to the terms in this Privacy Policy, and to us disclosing or receiving your personal information for these purposes.

Your Provision of Third Party Information: If you provide us with third party personal information then you warrant to us that you have the third party's consent to provide this.

Restrict: You may choose to restrict the collection or use of your personal information. If you have previously agreed to us using your personal information direct marketing purposes, you may change your mind at any time by contact us at the email address listed on our contact page

Access: You may request details of personal information that we hold about you, in certain circumstances set out in the Privacy Act 1988 (Cth). We may refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us by email. We rely in part upon customers advising us when their personal information changes. We will respond to any request within a reasonable time. We will endeavor to promptly correct any information found to be inaccurate, incomplete or our of date.

Complaints: If you believe that we have breached the Australian Privacy Principles and wish to make a complaint about that breach, please contact us by email setting out details of the breach. We will promptly investigate your complaint and respond to you in writing setting out the outcome of our investigation, what steps we propose to take to remedy the breach and any other action we will take to deal with your complaint.

Unsubscribe: To unsubscribe from our email database, or opt out of communications, please use the unsubscribe button at the bottom of our email communications or contact us via email.

5) Parental/Age Advisory

The site is not directed to children or individuals younger than 18. We do not knowingly collect or solicit Personal Information from anyone younger than 18. In the event that we discover that we collected Personal Information about a child or individual younger than 18, we will delete the Personal Information.

6) Storage and Security

We are committed to ensuring that the information you provide is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

No information transmitted over the internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to us, or receive from us. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

7) Cookies & Web Beacons

We may use cookies on this site from time to time. Cookies are text files placed in your computer's browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, once you choose to furnish the site with personally identifiable information, this information may be linked to the data stored in the cookie.

We may use web beacons on this site from time to time. Web beacons or clear .gifs are small pieces of code placed on a web page to monitor the visitor's behaviour and collect data about the visitors viewing a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page.

8) Links to Other Websites

Our site may contain links to other websites of interest. We do not have any control over those websites. We are not responsible for or liable for the protection and privacy of any information which you provide whilst visiting such websites, and such websites are not governed by this Privacy Policy.

9) Amendments

This Privacy Policy may be amended, including with changes, additions and deletions, from time to time in our sole discretion. Your continued use of our site following any amendments indicates that you accept the amendments. We recommend that you check this Privacy Policy regularly, prior to providing personal information, to ensure you are ware of any changes, and only proceed to provide personal information if you accept the new Privacy Policy.

If you have any questions, feedback or complaints please contact us at:

Stella Bella Wines
PO Box 536
Margaret River WA 6285
Phone: +61 8 9757 6377
Email: wines@stellabella.com.au

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Returns

RETURNS & FAULTY GOODS POLICY

We're so sorry if an order you received is not in perfect condition or if a wine is not tasting like its usual self, as we want you to be completely satisfied with every sip.

Please email us at wines@stellabella.com.au. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund up on receiving your faulty item back. If you change your mind for any reason, sadly we cannot accept the return as we cannot guarantee the life or condition of the wine once it has left our hands.

WHAT IF I RECEIVE AN INCORRECT ITEM?

If you have received an item you did not order, please email us at wines@stellabella.com.au so we can resolve this for you as soon as possible.

HOW DO I RETURN AN ITEM?

To return an item, we need to provide you with a Return Authorisation Number. Please email us wines@stellabella.com.au to arrange a return.

HOW WILL I BE REFUNDED?

Upon receipt of the items, they will be checked to make sure it meets the conditions above and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

We endeavour to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive email notification of the status of your refund once finalised.

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TERMS AND CONDITIONS

These terms set out the agreement for online trading between Stella Bella Wines Pty Ltd (ABN 44079 217 162) ("Stella Bella") and the user of this website ("You/Your"). Please read them carefully before proceeding with entering the Website. You must accept these terms and conditions to access this Website any further.

This Website is owned and operated by Stella Bella.

PLACING AN ORDER AND PAYMENT

By completing a Purchase Order, you are making an offer to purchase the Product at the price set out in the Website.

Payment must be made at the time of submitting the Purchase Order. Payment can be made by Visa and MasterCard only. You warrant that You are an authorised user of the credit card used to complete payment.

All Purchase Orders placed through this Website are subject to confirmation and acceptance by Stella Bella. We will email you with confirmation of the receipt of Your Purchase Order. Stella Bella may reject Your Purchase Order for any reason and refund any payment made by You, at any time prior to dispatch.

The Purchase Order must be paid in full immediately upon entry into the Agreement. All transactions are settled in Australian Dollars (AUD).

Stella Bella may vary prices in the event of price changes or mistakes on this Website without prior notice to You. If Stella Bella requests payment for increased prices, You may cancel the order. Notification of your wish to cancel the order in these circumstances must be received within seven (7) days of the announcement of the increase.

PROHIBITION ON RESALE

Stella Bella reserves the right to limit the quantities of product sold as it sees fit. It is a condition of this Agreement that you do not purchase any products for the purpose of using, selling or supplying them as part of a commercial business. This includes using our products to advertise or promote your own goods or services unless you have our prior written consent. Customers wishing to be a stockist of Stella Bella products must contact Stella Bella directly, where they will be informed of the options available to buy higher quantities.

PROMOTIONAL CODES

From time to time Stella Bella has special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided during the checkout process and hit the "apply" button. The value of the promotion will be applied to your order automatically. Please note only one promotional code may be used per transaction. Unless otherwise specified each promotional code may only be used once per customer.

RETURN POLICY

All sales are subject to our Returns Policy.

FAULTY POLICY

Every product we send out is initially quality controlled, however if you have received a product with a fault we will, in accordance with our obligations under the Australian Consumer Law or similar legislation, happily replace it or refund the cost Please see our Returns Policy for further information.

SECURITY

This Website is protected by SSL (Secure Socket Layer) encryption. SSL is a security device that ensures that any data, which you enter into a secure area of the site, is encrypted during transmission over the Internet. SSL utilises data encryption to create a secure environment for you to conduct your online transactions. In order for SSL to be effective, you must be using an SSL compliant browser.

LIMITATION OF LIABILITY

To the extent permitted by law, all guarantees, warranties or representations which are not expressly stated in this Agreement are excluded. If Stella Bella is liable for breach of an imposed guarantee or implied warranty or representation, Stella Bellas’ liability is, at its option limited to the replacement of the Products or the supply of equivalent products, the repair of the Products or the payment of having the Products replaced or repaired.

Stella Bella has provided information on this website as accurately as possible. We take all reasonable care - in so far as it is in our power to do so - to keep the details of your orders and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when ac cessing or ordering from the site.

YOUR USE OF THE WEBSITE

You agree that You will use this Website in accordance with these terms and conditions and that You will not use this Website f or any unlawful purpose. You will not violate or attempt to violate the secu rity of this Website. You will not hack into this Website, Stella Bella computer systems or the computer systems of other users of this Website. Hacking means unauthorised access, malicious damage and/or interference and includes, without limitation, mail bombing, propagating viruses, worms or other types of malicious programs, deliberate attempts to overload a computer system, broadcast attacks or any other method designed to damage or interfere with the operation of a computer.

By entering this Website you agree to these terms and conditions. From time to time, this Agreement will be reviewed and may be revised.

Stella Bella reserves the right to change this Agreement at any time. Any such changes will be posted on this Website.

AGE RESTRICTION

You must be 18 years to order wine from this web site. It is an of fence to obtain liquor on behalf of a person under the age of 18 years. By purchasing any of our wines, you warrant that you and the recipient of this order are at least 18 years of age.

WEBSITE AVAILABILITY

From time to time down-time, either scheduled or unscheduled, may occur. Stella Bella will work within reason to ensure the amount of down-time is limited. Stella Bella will not be held liable for the consequences of any down-time.

COMPETITIONS

We run competitions and contests on our Website and blog in which we may ask for subscription email information and membership. The terms and conditions of each promotion is at the discretion of Stella Bella and are subject to change.

INTELLECTUAL PROPERTY

Stella Bella owns the intellectual property in wine, brands and images.

Stella Bella prohibits the use of its brand and images for any purpose without prior written permission from Stella Bella.

Reproduction of part or all of the contents in any form of this Website is prohibited other than for individual and personal use no part of this Website may be reproduced or shared with a third party. The permission to recopy by an individual does not allow for incorporation of material or any part of it in any work or publication, whether in hard copy, electronic, or any other form.

Unless otherwise noted, all materials on this Website are protected as the copyright, trade dress, trademarks and/or other intellectual p roperties owned by Stella Bella or by other parties that have licensed their material to Stella Bella.

Stella Bella trademarks on this site represent some of the trade marks currently owned or controlled in Australia. The display of these marks and of notices associated with these marks is not intended to be a comprehensive compilation of all worldwide proprietary ownership rights held by Stella Bella.

All rights not expressly granted are reserved.

This Website may contain materials produced by third parties or links to other websites. Such materials and websites are provided by third parties and are not under

Stella Bella direct control and Stella Bella accepts no responsibility or liability inrespect of any such third party materials or for the operation or content of other websites (whether or not they are linked to this Website).

You acknowledge that Stella Bella is entitled to require you to remove any link from another website to this Website which you install without obtaining Stella Bella prior written consent.

TERMINATION

Stella Bella reserves the right to terminate the agreement to supply Products to you at any time before the Products are dispatched to you. Stella Bella shall not be liable to You for any cost, expense, or damages whatsoever for terminating this Agreement.

If the Product has not been delivered to You prior to any termination of this Agreement by Stella Bella,

Stella Bella will refund to You any payment You have made prior to termination.

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